A

Project Report
ON
“HERO MOTORS”

BY
PREM ARVIND KORDE

Under the guidance of

Prof. SHARAD KADAM

In Partial Fulfillment of
Bachelor Degree in Business Administration
(International Business)

Submitted To

Alandi (D), Pune

Affiliated to

Savitribai Phule Pune University

Academic Year 2019 - 2020

1
 CERTIFICATE

This is to certify that, the project report entitled “Hero Motors” which is submitted
by Ms.Palepu Veera Sri Lakshmi in partial fulfilment of Bachelor Of Commerce
has satisfactorily completed the project work under our guidance and supervision.

We wish our best wishes for his/her future endeavor.

Prof. Lakshmi R Prof. S

Project Guide Principal

Internal Examiner External Examiner

2
 ACKNOWLEDGEMENT

I take this opportunity to express my sincere gratitude to everyone who has directly or
indirectly helped me in completing the project successfully.

I own profound intellectual debt to Prof. Lakshmi R

who notwithstanding his busy schedule and personnel commitments has been guiding
the force and a source of encouragement and helped me throughout the course of my
project & for being an inspirational force and devoting genuine interest throughout the
progress of the project, interacting with him/her I learnt a few important aspects of
professional management and I am sure the knowledge imparted to me will help me to
enrich my career in the long run.
I am also thankful to Prof.,Kshama Kulakarni Principal of Shantiniketan College
providing me with this opportunity.
I express my gratitude for Prof.Lakshmi R (Faculty Guide) for providing me an
opportunity to have his valuable guidance and continuous monitoring.
I take this opportunity to thank my family members, friends without their cooperation
I would not have been able to complete this project.

Palepu.Veera Sri Lakshmi

3
 DECLARATION

I, hereby declare that the project report on “Hero Motors” is written and
submitted by me to MAEER’s MIT ACSC Alandi (D) Pune, towards the
partial fulfillment for the study of B.B.A. (IB) in year 2019-2020 is
original work done by me, which is based on the Primary and Secondary
data and it is based on the knowledge and material gained from the
company.

The contents provided are true to the best of my knowledge and belief.

I further declare that, this project report has not been submitted to any
other College or University for any other degree or course earlier.

Place: Alandi, Pune

Date:

4
 Prem Arvind Korde
TYBBA (IB)

INDEX
CHAPTER PAGE
CHAPTERS
No. NO.
1. EXECUTIVE SUMMARY
INTRODUCTION OF PROJECT
CUSTOMER SATISFACTION 7 – 11
OBJECTIVES OF THE STUDY
SIGNIFICANCE OF THE STUDY
2. LITERATURE REVIEW
STATEMENT OF THE PROBLEM
12 – 14
OBJECTIVES
SCOPE OF THE STUDY
3. INDUSTRY PROFILE
GROWTH OF MOTORCYCLES 15 – 18
HISTORICAL DEVELOPMENT
4. COMPANY PROFILE
VISION & MISSION
STRATERGY, MANUFACTURING & TECHNOLOGY
CORPORATE GOVERNANCE HEADQUATERS & BRANCHES
GRADING POSITIVES & SENSITIVITIES 19 – 35
COMPANY HISTORY- HERO MOTORCORP
OPERATION RAMP-UP
PORTFOLIO OF PRODUCTS
INVESTMENT IN R&D

5
5. DATA ANALYSIS & INTERPRETATION 36 – 55
6 FINDINGS 56 – 57
7 SUGGESTIONS / RECOMMENDATIONS 58 - 59
8 CONCLUSION
60-63
REFERENCES ( BIBLIOGRAPHY & WEBLIOGRAPHY )
QUESTIONNAIRE 60

6
 CHAPTER-1

INTRODUCTION

7
INTRODUCTION OF THE PROJECT

The project is all about measuring the customer satisfaction in Hero motors. For the
past few years every company is trying to satisfy its customers. The emphasis is on
ways of retaining customers, then on attracting new customers. It is easy to attract
new customers then to retain old customers. So, companies are trying to focus on this
aspect of customer’s satisfaction.
The sale of a product does not end with the sale transaction but it is the point at which
the original marketing concept starts. The marketer has to see that whether the
customer satisfied with that particular product/service or not. The post purchase
behavior is important for a marketer. If there is any cognitive dissonance in the minds
of the customers then that is enough to lose a customer. Keeping this in mind the
companies are giving more importance to customer satisfaction.
This project work has been done to find out whether a customer is satisfied or
dissatisfied, also to measure the level of the customer satisfaction and provide this
feedback to the company. The first phase of the project involves the collection of
information from the customers for interpreting the characteristics based on which the
customer feels satisfied or dissatisfied. This information is collected by preparing a
structured questionnaire. The questionnaire consists of both open-ended and closed-
ended questions. The questionnaire is designed in such a way that a customer feels
convenient to answer.

8
The collated information through the questionnaire is analyzed and presented in a
statistical form. The findings are listed and suggestions to solve problems faced have
been given in the suggestion part.

CUSTOMER SATISFACTION

Whether the buyer is satisfied after purchase depends on the offers performance in
relation to the buyer expectation. In general satisfaction are a person’s feelings of
pleasure or disappointment resulting from comparing a products perceived
performance relation to his/her expectations. If the performance falls short of
expectation, the customer is dissatisfied. If the performance matches the expectation
customer is satisfied. If the performance exceeds the expectation the customer is
highly satisfied.
Customer satisfaction cannot be very difficult. After all you either satisfied with the
services you receive or you are not. If you don’t you are not. If it is that easy, then
obtaining people's opinion about how satisfied they are with relatively straight
forward matter- or is it? Customer satisfaction is a marketing tool and a definite value
added benefit. It is often perceived by customers as important as the primary product
or service your organization offers. It looks at what is involved from 3 different
angles, the first is from the view of an organization wishing to understand, and
measures, how satisfied its customer are with the products and services they receive
from it. The second is from the perspective of a research agency that has been asked
to obtain feedback from customers and about their experiences when dealing with
companies. Finally it considers the issue from the perspective of consumers who
participate in surveys, including both business customers and members of general
public

OBJECTIVES OF THE STUDY

9
 Marketing starts with identifying the needs of customers and ends in satisfying
those wants. The goal of marketing is to attract new customers by promising superior
value and to keep current customers by delivering satisfaction based on their
preferences retaining them.
Without customer, no market exists. As the customers are regarded as the
superiors in today’s market, the level of satisfaction and their preferences should be
keenly studied.

The two-wheeler industry has been expanding rapidly. Gone are the days
when possessing a two-wheeler was seen as a luxury. Now days, it is viewed as a
mere necessity.

Prior, sale of two-wheelers was mainly confined to urban areas but lately in
rural areas the bicycles are being replaced by power driven two-wheelers such as
scooters, motorcycles.
Not only this, this industry has also customers ranging from all demographic
segments. It has been common sights that even school going children are driving
two-wheelers. The women customers are also increasing due to increase in women
literacy and employment.

Getting a new customer is difficult, than retaining a current customer is a more

difficult one and not only that it is estimated that the cost of attracting a new customer
is five times the cost of retaining current customer. It requires a great deal of effort to
induce satisfied customer to switch away from their current preference. Thus,
customer satisfaction is been given top priority in today’s competitive world.
Therefore, keeping the above stated objective in mind, this study was conducted to
ascertain the customer’s satisfaction towards Hero two-wheelers in Hero MotoCorp
Ltd. In view of this, a detailed study of customer preferences, levels of satisfaction
and their complaints and suggestions was undertaken.

SIGNIFICANCE OF THE STUDY

The information required for this study obtained was basically through two sources.

10
Primary Data:

Primary Data has been gathered by a survey through a structured

questionnaire.
The Data has been collected from 100 customers, through questionnaires, by
using simple random sampling. In addition interaction with the staff of Hero
MotoCorp Ltd has also given some information.

Secondary Data:

Secondary Data comprises of information

n obtained from annual reports, brochures, manuals websites etc.

11
 CHAPTER-2
LITERATURE REVIEW

12
REVIEW OF LITERATURE

Planning for the future to achieve the long-term objective is integral to the survival
and growth of every business. Strategic planning today has to take into cognizance
the rapid changes in technology, increased competitiveness and the turbulent business
environment, also with the world becoming one big global village.
Strategy covers every aspect of business from business reengineering, new
business development, product development and brand positioning to advertisements
promotional campaigns, media and publicity. It is a game of innovation.
In fact, marketing people are involved in marketing 10 types of entities; goods,
services, experience, events, persons, places, properties, organizations, information
and ideas. Marketing management is the art and science of choosing target markets
and getting, keeping and growing customers through creating, delivering and
communicating superior customer value.
India is second largest manufacturer and producer of two-wheelers in the
world. It stands next to Japan and China in terms of the number of two wheelers
produced and domestic sales respectively.
Indian two-wheelers industry made small beginning in early 50’s when
Automobile products of India (API) started manufacturing scooter in India. Hero was
established on 13th of April 1984. The Indian two wheelers Industry can be broadly
classified as scooter, motorcycles and mopeds/scooters. In last six years domestic
two-wheelers has seen structural charges. This can be seen from the change in
composition of two wheeler sales, where the motorcycles have gained market share
from the scooter and moped or scooters segments.
The consumer is now faced with proliferation of brand models. Getting new
customers as well as retaining them is an important task of manufacturers. So service

13
after sales is very important. A satisfied customer brings in more name and goodwill
to the company, which is why customer satisfaction is given more importance in
today’s competitive world. A study on this aspect with Hero two-wheelers at Hero
MotoCorp Ltd was made.
STATEMENT OF THE PROBLEM

This Project has been titled “A comprehensive study Post purchase buyer behavior
and satisfaction towards Hero Motors Bikes after the split with Honda."
To study the new market of Hero motors after the split with Honda, the consumer
response to the bike and needed improvement aria
The study would help to understand the consumer satisfaction to their expectation.

OBJECTIVES

This study was conducted keeping the following objectives in mind.

1. To study the factors which influence the purchase of Hero two-wheelers?
2. To know the customer level of awareness of Hero two-wheelers.
3. To know the various factors, which influence customers in purchasing, they’re
two - wheelers?
4. To find the after sales service offered by Hero MotoCorp Ltd.
5. To know the customer level of satisfaction of Hero two-wheelers with respect
to Hero MotoCorp Ltd.
6. To find the profile of Hero MotoCorp Ltd two-wheeler customers.
7. To understand two wheeler sector in India.
8. How the split with Honda has affected Hero motors.

SCOPE OF THE STUDY

 This study helps the organizations to increase their service and product
quality and in turn increase the market share, top and bottom line of the
company.

14
 CHAPTER-3

INDUSTRY PROFILE

15
INDUSTRY PROFILE

The Indian two-wheeler contributes the largest volume amongst all the segments in
automobile industry. Though the segment can be broadly categorized into 3 sub-
segments viz. scooters, motorcycles and mopeds; some categories introduced in the
market are a combination of two or more segments e.g. scooters and step-thru. The
market primarily comprises five players in the two-wheelers segment with the most of
the companies having foreign collaboration with well-known Japanese firms earlier.
But most of the companies are now planning 100% subsidiaries in India. and growth
anticipated is higher than the 16 percent achieved in the past 10 years
The automobiles sector is divided into four segments-two wheelers(mopeds, scooters,
motorcycles, electric two-wheelers), passenger vehicles (passenger cars, utility
vehicles, multi-purpose vehicles), commercial vehicles (light and medium-heavy
vehicles), and three wheelers (passenger carriers and good carriers).
The industry is one of the key drivers of economic growth of the nation. Since the
globalization of the sector in 1991 and the subsequent opening up of 100 percent FDI
through automatic route, Indian automobile sector has come a long way. Today,
almost every global auto major has set up facilities in the country.
The world standings for the Indian automobile sector, as per the Confederation of
Indian Industry, are as follows:

 Largest three-wheeler market

 Second largest tow-wheeler market
 Tenth largest passenger car market
 Fourth largest tractor market

16
  Fifth largest commercial vehicle market
 Fifth largest bus and truck segment

The sector has shown a sluggish growth of 12 percent in 2012. The trend is likely to
stay with a 10 percent growth outlined for 2013 citing high ownership costs (fuel
costs, cost of registration, excise duty, road tax) and slow rural income growth. Solid
but cautious growth is expected over the next few years. However, from a long-term
perspective, rising incomes, improved affordability and untapped markets present
promising opportunities for automobile manufactures in India. According to
Macquarie equities research, sale of passenger vehicles is expected to double in the
next four years

GROWTH OF MOTORCYCLES

It is therefore not surprising that every major player is trying to get into the
Motorcycle market to have a piece of the cake.
Hero MotoCorp Ltd is indisputable the leader with 38 percent share followed
by Bajaj with 27 percent (includes M-80), TVS at 19 percent and Escorts at 13
percent. Now LML and Kinetic have announced their plans to manufacture
motorcycles, which are likely to come in the market by next year. The battle is
expected to be fierce but the consumer will be the greater beneficiary.
The growth in motorcycles is slowly losing its hold. It is considered a family
vehicle but perhaps there is competition from the second hand car markets where
prices have fallen down rapidly. A1992 Maruti 800 is now available for just 70,000.
The scooter manufactures have to watch this phenomenon and bring our many
new product variants in the right price slots to sustain their shares in the market. The
moped market has been steady with an average growth of 3 percent. It is dominated
by TVS which holds 48 percent market share followed by Kinetic and Majestic Auto
at 23 percent and 18 percent respectively.
In each segment, there is a wide gap between the first two contenders, which
makes their products positioning and marketing strategies most interesting. The two
wheelers market seems to be maturing. There are the usual their conventional segment
of scooters, mopeds and motorcycles. Two new segments are being created.

17
HISTORICAL DEVELOPMENT OF TWO WHEELER INDUSTRY

India is the second largest manufacturer and producer of two-wheelers in the

world. It stands next to Japan and China in terms of the number of two-wheelers
produced and domestic sales respectively. This distinction was achieved due to
variety of reasons as if respective policy followed by the Government of India
towards the passenger car industry, rising demand for personal transport, inefficiency
in the public transportation system etc.,
In Indian two-wheeler, industry made a small beginning in the early 50s when
Automobile Products of India (API) started manufacturing scooters in the country.
Until 1958, API and Enfield were the sole producers.
In 1948, Bajaj Auto began trading in imported Vespa scooters and three
wheelers. Finally, in 1980, it setup a shop to manufacture them in technical
collaboration with Piaggio of Italy. The agreement expired in 1971.
In the initial stages, API it was later overtaken by Bajaj Auto dominating the
scooter segment. Although various Government and Private enterprises entered the
fray for scooters, the only new player that has lasted until today is LML.
Under the regulated regime, foreign companies were not allowed to operate in
India. It was a complete seller market with the waiting period for getting a scooter
from Bajaj Auto being as high as 12 years.
The motorcycles segment was no different, with only three manufacturers via
Enfield, Ideal Jawa and Escorts. While Enfield bullet was a four-stroke bike, Jawa and
the Rajdoot were two-stroke bikes. Enfield 350cc bikes and Escorts 175cc bike
initially dominated the motorcycle segment.
The two-wheeler market was opened to foreign competition in the mid 80’s. And then
the market leaders-E5corts and Enfield- were caught unaware by the onslaught of the
100 cc bikes of the four IndoJapanese joint ventures. With the availability of fuel-

18
efficiency low power bikes, demand swelled resulting in Hero Honda — the only
producer of four-stroke bikes (100cc category), gaining a top slot.

CHAPTER-4

COMPANY PROFILE

19
COMPANY PROFILE

Hero MotoCorp Ltd. (Formerly Hero Honda Motors Ltd.) is the world's largest
manufacturer of two - wheelers, based in India.

In 2001, the company achieved the coveted position of being the largest two-wheeler
manufacturing company in India and also, the 'World No.1' two-wheeler company in
terms of unit volume sales in a calendar year. Hero MotoCorp Ltd. continues to
maintain this position till date.

HeroMotoCorp is now world’s largest manufacturer of two-wheelers. The company

has benefited from the demand shift to motorcycles, as it focuses solely on this
product segment (although has a product called Pleasure in Scooter segment). With
fuel efficiency and riding comfort as the main selling points, HMC has been able to
address a wide market and post robust sales growth even after its separation from the
Japanese major Honda.

4.1. VISION

The story began with a simple vision – the vision of a mobile and an empowered
India, powered by its bikes. Hero MotoCorp Ltd., company’s new identity, reflects its
commitment towards providing world class mobility solutions with renewed focus on
expanding company’s footprint in the global arena.

4.1.1 MISSION

Hero MotoCorp's mission is to become a global enterprise fulfilling its customers'

needs and aspirations for mobility, setting benchmarks in technology, styling and

20
quality so that it converts its customers into its brand advocates. The company will
provide an engaging environment for its people to perform to their true potential. It
will continue its focus on value creation and enduring relationships with its partners.
STRATEGY

Hero MotoCorp's key strategies are to build a robust product portfolio across
categories, explore growth opportunities globally, continuously improve its
operational efficiency, aggressively expand its reach to customers, continue to invest
in brand building activities and ensure customer and shareholder delight.

MANUFACTURING

Hero MotoCorp two wheelers are manufactured across three globally benchmarked
manufacturing facilities. Two of these are based at Gurgaon and Dharuhera which are
located in the state of Haryana in northern India. The third and the latest
manufacturing plant are based at Haridwar, in the hill state of Uttrakhand.

TECHNOLOGY

In the 1980's the Company pioneered the introduction of fuel-efficient, environment

friendly four-stroke motorcycles in the country. It became the first company to launch
the Fuel Injection (FI) technology in Indian motorcycles, with the launch of the
Glamour FI.
Its plants use world class equipment and processes and have become a benchmark in
leanness and productivity.
Hero MotoCorp, in its endeavor to remain a pioneer in technology, will continue to
innovate and develop cutting edge products and processes

4.2. Corporate Governance

At Hero MotoCorp, it is the firm’s belief that the essence of Corporate Governance
lies in the phrase ''Your Company''. It is ''Your'' Company because it belongs to you -

21
the shareholders. The Chairman and Directors are ''Your'' fiduciaries and trustees.
Their objective is to take the business forward in such a way that it maximizes ''Your''
long-term value.
This Company is committed to benchmarking itself with global standards for
providing good Corporate Governance. It has put in place an effective Corporate
Governance System which ensures that the provisions of Clause 49 of the Listing
Agreement are duly complied with.
The Board has also evolved and adopted a Code of Conduct based on the principles of
Good Corporate Governance and best management practices being followed globally.

 Headquarter and Branches

Corporate & Registered Office

Hero MotoCorp Ltd.
34, Community Centre, BasantLok, Vasant Vihar, New Delhi - 110057, India.
Tel: +91-11-26142451, 26144121
Fax: +91-11-26143321, 26143198

Zonal Offices

East Zone
Hero MotoCorp Ltd
3F, Neelamber Building, 28B, Shakespeare Sarani, Third Floor, Kolkata - 700017,
India.
Tel: +91-33-22810926 22810927, 22808922, 22811185
Fax: +91-33-22808923
Email: [email protected]

West Zone
Hero MotoCorp Ltd.
15-A, Bhale Estate, Rear Wing, Third Floor, Pune-Mumbai Road,
Wakadewali, Pune - 411 003, India.
Tel: +91-20-25511577, 25512161, 56012990-91

22
Fax: +91-20-25511266
Email: [email protected]

North Zone
Hero MotoCorp Ltd.
F-126, Katwaria Sarai, Opp. Qutab Institutional Area,
New Delhi -110016, India.
Tel: +91-11-26533981-2, 47619300
Fax: +91-11-26533983
Email: [email protected]

South Zone
Hero MotoCorp Ltd.
No - 294, 2nd Floor, 6th Main, Off 100 ft Road, HAL 2nd Stage,
Indira Nagar, Bangalore – 560038, India.
Tel: +91-80-25550430, 25584436, 25582436, 25321139
Fax: +91-80-25594036
Email: [email protected]

GRADING POSITIVES
Market leadership, strong brand equity, professional management, high operating
efficiency and established scale economies. Strong financial profile characterized by
healthy margins, high profitability and cash generation. Potential upsides to our
estimates: (1) HMCL sustains its current market share, leveraging its brand equity,
product performance and distribution strengths; (2) industry growth exceeds our
estimates over the medium term despite existing concerns on macro-economic
scenario; (3) HMCL betters the margins estimated by us via sustained business
growth and increases in operating efficiency even in the face of competitive and cost
pressures.

GRADING SENSITIVITIES
Key sensitivities to our estimates include:

23
(1) Inflation in input costs not being neutralized by price increases because of
competitive pressures;
(2) High concentration on Executive segment;
(3) Intensifying competition from global players;
(4) Ability to develop in-house technical capability or form alternate technical tie-ups
with external institutions.

Company History - Hero MotoCorp

1983
- Joint Collaboration Agreement with Honda Motor Co. Ltd. Japan
signed
- Shareholders Agreement signed
1984
- Hero Honda Motors Ltd. Incorporated
1985
- First motorcycle "CD 100" rolled out

1987
- 100,000th motorcycle produced1989New motorcycle model - "Sleek"
introduced
1991
- New motorcycle model - "CD 100 SS" introduced
- 500,000th motorcycle produced
1992
- Raman MunjalVidyaMandir inaugurated - A School in the memory of
founder Managing Director, Mr. Raman Kant Munjal
1994
- New motorcycle model - "Splendor" introduced
- 1,000,000th motorcycle produced
1997
- New motorcycle model - "Street" introduced
- Hero Honda's 2nd manufacturing plant at Gurgaon inaugurated
1998

24
 - 2,000,000th motorcycle produced
1999
- New motorcycle model - "CBZ" introduced
- Environment Management System of Dharuhera Plant certified with
ISO-14001 by DNV Holland
- Raman Munjal Memorial Hospital inaugurated - A Hospital in the
memory of founder Managing Director, Mr. Raman Kant Munjal
2000
- 4,000,000th motorcycle produced
- Environment Management System of Gurgaon Plant certified ISO-
14001 by DNV Holland
- Splendor declared 'World No. 1' - largest selling single two-wheeler
model
- "Hero Honda Passport Programme" - CRM Programme launched
2001
- New motorcycle model - "Passion" introduced
- One million production in one single year
- New motorcycle model - "Joy" introduced
- 5,000,000th motorcycle produced
2002
- New motorcycle model - "Dawn" introduced
- New motorcycle model - "Ambition" introduced
- Appointed VirenderSehwag, Mohammad Kaif, Yuvraj Singh,
Harbhajan Singh and Zaheer Khan as Brand Ambassadors
2003
- Becomes the first Indian Company to cross the cumulative 7 million
sales mark
- Splendor has emerged as the World's largest selling model for the third
calendar year in a row (2000, 2001, 2002)
- New motorcycle model - "CD Dawn" introduced
- New motorcycle model - "Splendor +" introduced
- New motorcycle model - "Passion Plus" introduced
- New motorcycle model - "Karizma" introduced

25
2004
- New motorcycle model - "Ambition 135" introduced
- Hero Honda became the World No. 1 Company for the third
consecutive year.
- Crossed sales of over 2 million units in a single year, a global record.
- Splendor - World's largest selling motorcycle crossed the 5 million
mark
- New motorcycle model - "CBZ*" introduced
- Joint Technical Agreement renewed
- Total sales crossed a record of 10 million motorcycles
2005
- Hero Honda is the World No. 1 for the 4th year in a row
- New motorcycle model - "Super Splendor" introduced
- New motorcycle model - "CD Deluxe" introduced
- New motorcycle model - "Glamour" introduced
- New motorcycle model - "Achiever" introduced
- First Scooter model from Hero Honda - "Pleasure" introduced
2006
- Hero Honda is the World No. 1 for the 5th year in a row
- 15 million production milestone achieved
2007
- Hero Honda is the World No. 1 for the 6th year in a row
- New 'Splendor NXG' launched
- New 'CD Deluxe' launched
- New 'Passion Plus' launched
- New motorcycle model 'Hunk' launched
- 20 million production milestone achieved
2008
- Hero Honda Haridwar Plant inauguration
- New 'Pleasure' launched
- Splendor NXG lauched with power start feature
- New motorcycle model 'Passion Pro' launched
- New 'CBZ Xtreme' launched

26
 - 25 million production milestone achieved
- CD Deluxe lauched with power start feature
- New 'Glamour' launched
- New 'Glamour Fi' launched
2009
- Hero Honda GoodLife Program launched Hunk' (Limited Edition)
launched
- Splendor completed 11 million production landmark
- New motorcycle model 'Karizma - ZMR' launched
- Silver jubilee celebrations
2010
- New model Splendor Pro launched
- Launch of new Super Splendor and New Hunk
2011
- New licensing arrangement signed between Hero and Honda (Hero
Honda is renamed as Hero)
- Launch of new refreshed versions of Glamour, Glamour Fi, CBZ
Xtreme, Karizma
- Crosses the landmark figure of 5 million cumulative sales in a single
year
2012
- 45% market share in the domestic two-wheeler market
- 56% market share in the domestic motorcycle market
- Declared a dividend of 2,250% in 2011-12, i.e. 45 per equity share of the
face value of 2 per share
2013
- Hero Motocorp Commences Construction of Its New Plant & Global
Parts Centre
- Hero Motocorp Launches another Market First Offers Warranty of 5
Years on All Its Two-Wheelers
-Hero Motocorp Commences Construction of Its "GAME-CHANGING"
Centre of Global Innovation and Research & Design

27
-Hero Motocorp Sets Yet Another Milestone In Its Journey Of Technological
Leadership hero Motocorp Zooms Ahead With Record Retail Sales Of Over
1.2 Million Units In Oct-Nov
2014
-Hero Motocorp Heralds A New Era Of Technology Leadership -Hero
Motocorp Sets New Benchmark For The Global Two Wheeler Industry
-Hero Motocorp Launches Splendor Ismart With Game Changing I3s
Technology
-Hero Motocorp Sets New Industry Benchmark With Record Sales For A
Non - Festive Month -Hero Motocorp Rides Into A Greener Tomorrow
With "GARDEN Factory" 2015
-Hero MotoCorp Augments Leadership with Highest-ever Calendar Year
Sales in 2014 -Hero MotoCorp has launched a new entry level commuter,
the HF Dawn
-Hero MotoCorp has been allocated a 592-acre site to facilitate
development of its Rs.1600-crore Greenfield manufacturing unit in Andhra
Pradesh -Hero MotoCorp launches new Passion Pro bike -HMCL
Americas INC enters into "Settlement Agreement" to Acquire EBR's
Consulting Business
-Hero MotoCorp has commenced operation in their first ever plant outside
India established in Villa Rica, Colombia
- 2016
- -Hero MotoCorp Commences the New Year with Robust Sales -Hero
MotoCorp unveils Four new 2-wheelers -Hero MotoCorp unveils
technology & innovation-driven new product strategy -Hero MotoCorp
inaugurates CIT in Jaipur -Hero MotoCorp Marks Five Years of Solo
Journey with Leadership Performance -Hero Motocorp begins a new era
with the Splendor iSmart 110 - the first motorcycle completely designed &
developed in-house -Hero Motocorp recives TIME India Awards -
Manufacturing Innovator of the Year Award

28
 Sales figures

•Profile of target customer

Hero MotoCorp basically targets the every each and segments of the market. So there
are some products like splendor, CD- dawn (rs40000-50000) they made for lower
segment of the market and glamour, passion, CBZ, karizma (rs above 50000) for the
upper segment of the market. And now they are trying to target the young people of
the market.
India’s Hero MotoCorp, the world’s largest producer of motorcycles and scooters, has
announced its intention to expand globally, with plans to sell vehicles on three
continents and nearly double its unit sales within five years. The company, whose
family shareholders bought out its former partner Honda Motor this year, said it
would invest about $1bn to expand internationally in south-east Asia, Africa, and
Central and Latin America.

•Customer Relationship Activity

For making a better relationship with customer they always use genuine parts in their
product. And after selling they have the services and maintenances. Their constant
endeavor is to support the company's mandate of providing highest level of customer
satisfaction by taking good care of customer’s two-wheeler service and maintenance

29
through their vast network of more than 2100 committed dealers and service outlets
spread across the country.
Apart from that hero motocorp focused on cleanliness and other aesthetics of the
service stations and add such air conditioned waiting area, internet surfing, coffee
shops etc to enhance the in house experience of the customers at those “customer
touch point”. To ensure that millions of customers in the rural area are not left waiting
for adequate service as it is impossible for the company to introduce service station at
every nook and corner of the country, mobile service stations are regularly arranged
with prior intimation to public about the rout that the mobile workshop would take
when passing through that region so that customers can come and get their two
wheelers serviced. All these activities are aimed to increase the customer loyalty and
thus retaining customers.

Good life: Customer Loyalty Program

Good Life is a Customer Relationship Program introduced a decade ago, which
Endeavour’s to enhance customer satisfaction and initiate increased levels of member
engagement.
The main objective of this Program is to make our customers our Brand Ambassadors
to generate referral sales and boost service visits.
The GoodLife Program has enabled the Company build a consolidated base of 10
million plus loyal customers; in the process, a new distribution platform has emerged.
GoodLife now contributes a huge 14% to the Company’s overall sales (purely through
referrals), in addition to incremental sales. GoodLife has emerged as the largest
Customer Relationship Program in India, witnessing additions of 0.38 million
members each month. During the year, the Program’s member base shot up 16%, with
new 4.51 million transactions being undertaken.
Besides aiming to increase the number of customers and volume of transactions, the
Program seeks to enhance revenue opportunities for dealers as well. Different levels
of engagement have been in-built into the Program with the aim of increasing its
people engagement initiatives. Some of these are: transaction-based rewards,
exclusive eventinvites, personal accidental insurance, servicecontinuity bonus,
transaction benefits on specialoccasions (birthdays, anniversaries),
quarterlynewsletters and interaction through a program website.

30
 The Program began with a member transaction booklet, a replica of the Passport
Booklet, which helps in engaging with customers. However, the Program has been e-
enabled now to improve its geographical reach and efficiency level. It runs on the
backbone of a robust and engaging front-end and a sound, solid and technical back-
end. The Program includes customized technology, combining a mix of Magnetic
Swipe/Bar Code. Personalized Membership Cards are shared with GoodLife
members, which are easy to carry, transact and earn/redeem rewards. Online member
profiling and real-time customer feedback module (via questionnaires) are some more
salient features of the Program. During the year, GoodLife has been the recipient of
several accolades and awards on national and international platforms. Some of these
were:
 ‘Order of Merit’ in PMAA awards 2011 under ‘Best Activity Generating Short
or Long Term Brand Loyalty’ category
 Colloquy Award under Innovation in Loyalty Marketing (International)
category
 Qualified as ECHO Finalist (5th place) in 2011 DMA International ECHO™
Awards competition Loyalty Award under Auto Sector

OPERATION RAMP-UP
With demand for bikes recording a stupendous growth of 15% during the year under
review, the Company’s capacities were severely strained. This prompted it to augment
its capacity at its three plants – up from 5.4 million units to 6.35 million – during the
year. This was made possible through a number of de-bottlenecking measures. For
example, the Company’s plants were made leaner by outsourcing non-critical
processes and operations.
Besides this, a number of structural changes and alterations were made in its
manufacturing strategy to effectively implement its Sales Plan for 2016-17.
Major replacements were also executed in the paint and assembly shop, ensuring little
or no shutdown along the assembly line. Apart from the above measures, several
innovative technologies were inculcated to reduce operational costs. Some examples
of these are:

 A breakthrough technology for gear rolling was implemented for mass-production

31
 Fine blanking, an alternate process of hobbling, was introduced for sprocket
components
 Advanced cam grinding was introduced to increase productivity and control costs
The Company’s oldest plant at Dharuhera was in the limelight for two specific
reasons:
 Wage negotiations were concluded
 Plant won TPM Excellence Award
The Company continues to set new industry benchmarks in the areas of energy
conservation and sustainability. Vapour absorption machines and heat recovery units
were installed during the year to utilize waste heat from Gas DGs for air-conditioning
and pre-heating of hot water generation. Other green initiatives included projects on
waste water management, LED lighting and solar power. These cost leadership and
green projects yielded considerable savings to the Company within a short period of
time.

PORTFOLIO OF PRODUCTS
Hero MotoCorp offers wide range of two wheeler products that include motorcycles
and scooters, and has set the industry standards across all the market segments.

100cc
Bike category
 SPLENDOR PLUS
 SPLENDOR NXG
 SPLENDOR PRO
 PASSION PRO
 PASSION XPRO
 MAESTRO
 PLEASURE
 HF DAWN
 HF DELUXE
125cc
Bike category
 GLAMOUR
32
 SUPER SPLENDOR
 IGNITOR
 Glamour PGM FI

150cc
Bike category
 ACHIEVER
 KARIZMA
 KARIZMA ZMR
 IMPULSE
 HUNK
 XTREME

 Termination of Honda joint venture

In December 2016, the board of directors of the Hero Honda

Group has decided to terminate the joint venture between Hero Group of India and
Honda of Japan in a phased manner. The Hero Group would buy out the 26% stake of
the Honda in JV Hero Honda. Under the joint venture Hero Group could not export to
international markets (except Sri Lanka) and the termination would mean that Hero
Group can now export. Since the beginning, the Hero Group relied on their Japanese
partner Honda for the technology in their bikes. So there are concerns that the Hero
Group might not be able to sustain the performance of the Joint Venture alone.
The Japanese auto major will exit the joint venture
through a series of off market transactions by giving the Munjal family—that held a
26% stake in the company—an additional 26%. Honda, which also has an
independent fully owned two wheeler subsidiary—Honda Motorcycle and Scooter
India (HMSI)—will exit Hero Honda at a discount and get over $1 billion for its
stake. The discount will be between 30% and 50% to the current value of Honda's
stake as per the price of the stock after the market closed on Wednesday.
The rising differences between the two partners gradually
emerged as an irritant. Differences had been brewing for a few years before the split

33
over a variety of issues, ranging from Honda's reluctance to fully and freely share
technology with Hero (despite a 10-year technology tie-up that expires in 2014) as
well as Indian partner's uneasiness over high royalty payouts to the Japanese
company. Another major irritant for Honda was the refusal of Hero Honda (mainly
managed by the Munjal family) to merge the company's spare parts business
with Honda's new fully owned subsidiary Honda Motorcycle and Scooter
India (HMSI).

As per the arrangement, it will be a two-leg deal. In the first part, the Munjal
family, led by Brijmohan Lal Munjal group, will form an overseas-incorporated
special purpose vehicle (SPV) to buy out Honda's entire stake, which will be backed
by bridge loans. This SPV would eventually be thrown open for private equity
participation and those in the fray include Warburg Pincus, Kohlberg Kravis
Roberts (KKR), TPG, Bain Capital, and Carlyle Group.
Honda will continue to provide technology to Hero Honda motorbikes until 2014 for
existing as well as future models.

MAIN REASONS FOR PARTING

ISSUE of exports

According to the shareholder’s agreement signed in 1984, the joint venture was only
for domestic production and consumption. The agreement was subsequent, modified
to allow exports of limited products to a few countries, namely Sri Lanka,
Bangladesh, Nepal, and Columbia. However, in 2008, when the issue of exporting the
Indian JV’s products to other countries came up, Honda was of the opinion that Hero
Honda will have to compete on its own since it could not influence its subsidiaries
abroad to import the JV’s products. Honda’s subsidiaries are run very independently
and decide which countries they want to source their products from. This was a bitter
pill to swallow for Hero Honda.

34
INVESTMENT IN R&D

Hero Honda wanted to scale up its business & wanted to enter the next Growth phase
by focussing on manufacturing its own products & Investing in its own R&D to which
Honda was not comfortable.

Direct Competitor

Honda’s Indian subsidiary Honda Motorcycles and Scooters India Pvt Ltd (HMSIPL)
decided in 2010 to launch motorcycles, the segment that formed over 70 per cent of
Hero Honda’s sales. Hero Honda’s apprehension was that HMSIPL motorcycle will
become a direct competitor to its largest selling bikes – Passion and Splendor. Also,
this was against the terms of the agreement.

35
 CHAPTER-5

DATA ANALYSIS

AND

INTERPRETATION

36
 Table- Showing type of Hero two wheeler models owned

Name of Hero two No. of

Num
wheeler respondents
1 SPLENDOR PLUS 25
2 SPLENDOR PRO 10
3 PASSION PRO 30
4 HUNK 2
5 GLAMOUR 3
6 KARIZMA ZMR 2
7 KARIZMA 1
8 MAESTRO 3
9 SUPER SPLENDOR 2
10 SPLENDOR NXG 5
11 PLEASURE 6
12 HF DAWN 1
13 PASSION XPRO 9
14 IMPULSE 1
Total 100

Inference:-From the above table it is inferred that, 30% of respondents held Passion
Pro and 25% of respondents held Splendor Plus, Splendor Pro 10%, and Passion Xpro
9%. The remaining two wheelers are very less in %. The table is inferred that some of
the models are very less in market. This formed the basis of the study.

37
Chart 4.1Showing type of Hero two wheeler models owned in %

IMPULSE
PASSION XPRO 1%
9%
HF DAWN
1%
PLEASURE
6%
SPLENDOR NXG
5% SPLENDOR PLUS
SUPER SPLENDOR 25%
2%
MAESTRO
3%
KARIZMA
1% SPLENDOR PRO
KARIZMA ZMR 10%
2%
GLAMOUR
3% PASSION PRO
HUNK 30%
2%

Model Name Owned in %

Passion Pro 30%
Splendor Plus 25%
Splendor Pro 10%
Passion X Pro 9%
Pleasure 6%
Splendor NXG 5%
Maestro 3%
Glamour 3%
Super Splendor 2%
Hunk 2%
Karizma ZMR 2%
HF Dawn 1%
Impulse 1%

38
 Sources No. of respondents

News paper ads 9

Television ads 57

Roadside Boarding’s 14

Others 20

Total 100

Table- 4.2 showing the source of information about Hero

Inference:
From the above table it is inferred that people are getting information about hero two
wheelers from television ads, more than 50% of people are watching TV ads.
Roadside Boarding &news paper are less in performance; other sources contain motor
shows, internet ads.

Chart 4.2 showing the source of information about Hero

News paper ads Television ads

9%
20%

14%

57%

39
 Table- 4.3 showing the influenced people for buying Hero

Influenced people No. of respondents

Family 34

Myself 16

Friend 35

Sales representative 15

Total 100

Inference: -From the above table it is observed that, the buying behavior people
mostly influenced by family and friends the other factor is have less level of
influence. The people how using bike mostly youth & middle class people and they
are influenced by their friends and family respectively. The above table showing that
35% of people influenced by their friends 34% people through family 16% people is
buying on their need. 15% because of sales representative

40
 Chart 4.3 showing the number people influenced for buying in %

Series 1
40
35
30
25
20
15
10
5
0
family Myself friend Sales representative

Series 1

Buying for Bought Rate

Family 34%
Myself 16%
Friend 35%
Sales Representative 15%

Table- 4.4 showing the preference of capacity &colour

No. of Preference of No. of
Capacity
respondents color respondents

100cc 17 Blue 23

125cc 28 Red 24

150cc 35 Black 39

200cc 20 Other 14

Total 100 Total 100

Inference: -
41
From the above table it is observed that, the bike ‘cc’ preference is deferent customer
to customer but the 35% people like 150cc bike and 28% like 125cc, 200cc bike 20%
others 100cc.e preference of color ‘BLACK’ is rating at near to 40% of people after
that 24% like Red color 23% Blue also . Other color like white gettingless importance
in selection

Chart 4.4(1) showing the preference of capacity

showing the preference of capacity

showing the preference of capacity
35

28

20
17

100 cc 125cc 150cc 200cc

Chart 4.4(2) showing the preference of colour

45

40

35

30

25

20

15

10

0
Blue Red Black Other

Table- 4.5 showing the responseson Vehicle delivery time

42
 respondents No. of respondents

Yes (on time) 78

NO (not on time) 22

Total 100

Inference: -
From the above table it is observed that,
 78% of respondents got delivery of their vehicle on time
 22% says that the delivery of vehicle got delay
 After enquire about the 22% it’s showing that they asked for very demand vehicle like
PASSION &SPLENDOR bikes and some of them ask new bike like Maestro

Chart 4.5 showing the responses on Vehicle delivery time

showing on time Vehicle de-

livery

No
22%

Yes
78%

Table- 4.6 showing availability test drive during on showroom visit

43
 Respondents No. of respondents

Yes 92

NO 8

Total 100

Inference: -
From the above table it is observed that, 92% of respondents got test drive during
their showroom visit, other 8% didn’t got because of two reason some of them ask the
bike that not showcase in showrooms and some of them gone small showrooms

Chart 4.6 showing availability test drive during on showroom visit

Yes
No

Table- 4.7showing the reliability of Vehicle

44
 Respondents No. of respondents

Excellent 16

Good 23

Moderate 21

Satisfactory 39

unsatisfactory 1

Total 100

Inference: -
The above table shows how the customer rate the reliability of Hero bike, it is observed
that 16% of them telling its excellent 23% respond that its good and 21% have
moderate opinion 39% is satisfied with the performance and 1 of the respondent is not
satisfied with the Hero bike.

Chart 4.7 showing the reliability of Vehicle

45

40

35

30
Excellent
25 Good
Moderate
20
Satisfactory
15 unsatisfactory

10

Table- 4.8 showing level of Service Satisfaction

45
 Respondents No. of respondents

Completely satisfied 34

satisfied 39

dissatisfied 12

Not at all satisfied 15

Total 100

Inference:-
The above table shows the satisfaction towards Hero bike on the time of Service 34%
of respondents are completely satisfied with the service provide by the company and
39% customers are satisfied and 12% dissatisfied, 15% is not at all satisfied with the
service provide by the company the following chart shows it more clearly

Chart 4.8 showing level of Service Satisfaction

40

35

30 Completely satisfied

25 satisfied

20
dissatisfied
15
Not at all satisfied
10

Table- 4.9 showing the brand name influence in purchase

46
 Respondents No. of respondents Percentage

Yes 74 74%

NO 26 26%

Total 100 100%

Inference:-
From the above table it is observed that, the customers are influenced by the brand
name “HERO MOTOCROP” 74% of respondents are influence by the brand name
and 26% are not the brand “HERO” is the most selling bike in India and Its is the
brand that selling more bike in the world also

Chart 4.9 showing the brand name influence in purchase

No
26%

Yes
74%

Table- 4.10showing the reason for preference

Preference No. Of Respondents Percentage

47
 Quality 25 25%

Price 20 20%

Brand Image 24 24%

Fuel efficiency 31 31%

TOTAL 100 100%

INTERPRETATION:

From the above table we can infer that 25% of the respondents gave preference to
quality, 20% of respondents gave preference to price, 24% of respondents gave
preference to brand image and 31% of the respondents gave preference to fuel
efficiency.
From the above findings, we can analyze that 69% of respondents were more quality
conscious and only 31% respondents gave preference to price and fuel efficiency.
The reasons are even though people are price conscious to some extent; the
consumers are more quality conscious than price conscious because they have enough
income to buy two-wheeler.

Chart 4.10 showing the reason for preference

48
 REASON FOR PREFERENCE
35

30

25

20

15

10

0
Quality Price Brand Image Fuel efficiency

Table - 4.11 showing how long customer using hero two wheelers

No. Of
Time period
Respondents

Less than 6 month 24

6-9 month 23

9 -1 year 32

More than 1 year 21

TOTAL 100

Inference:-
From the above table we can infer that how long the customer holds the bike the split
between Hero and Honda happen less than 3 year back and this table help to know the
using period of customer 79% of people that in the research is brought their bike in
the last year and 21% is using the bike more than 1 year.

Chart 4.11 showing how long customer using hero two wheelers

49
 0 5 10 15 20 25 30 35

More than 1 year 9 -1 year

6-9 month Less than 6 month

Table - 4.12 showing the area thatCustomer demanding to improve

in service

Area No. Of Respondents in %

Service in time 31

Reliable service 16

Well trained mechanics 27

less labor charge 26

TOTAL 100

Inference:-

50
From the above table it is observed that, what is customer need that Hero wants to
improve, 31% need improvement in service in time, 16% in reliable service, and 27%
need well trained mechanics, 26% less labor charge.

Chart 4.12 showing the area that Customer demanding to improve in

service

35

30

25
Service in time
20
Reliable service
15 Well trained mechanics
10 less labor charge
5

0
Category 1

Table - 4.13 showing theproblems face at the time of service

No. Of Respondents in
Responses
%

High price spare parts 29

Low quality of spare parts 14

Delay in service 29

No problems 28

TOTAL 100

Inference:-

51
From the above table it is observed that, the customers are facing deferent problems
at the time of service,29% face high price of spare parts, 14% face low quality of
spare parts, 29% face delay in service, 28% respondents they didn’t face any problem.

Chart 4.13 showing the problems face at the time of service

High price spare parts

29%
No prob-
lems
28%

Low quality of spare

parts
Delay in service 14%
29%

Table - 4.14 showing therating of Service Performance of Hero

Motors

Response NO. OF RESPONDENTS PERCENTAGE

Very good 34 34%

Good 20 20%

Average 32 32%

Bad 8 8%

Very Bad 6 6%

TOTAL 100 100%

Inference:-
From the above table it is observed that, 34% of customer says service performance
gives by Hero MotoCorp Ltd, Is very good and 20% says it’s good , 32% says the
service is average,8 respondents says the service is bad and 6% says it’s very bad, To

52
overall we can conclude that more than 85% is satisfied with the service provide by
Hero MotoCorp Ltd.
Chart 4.14 showing the rating of Service Performance of Hero
Motors

40
35
30
Very good
25
Good
20 Average
15 Bad
10 Very Bad
5
0
Response

Table - 4.15 showing the good thing associate with your brand

NO. OF
Response PERCENTAGE
RESPONDENTS
Solid engineering 16 16%
Innovative features 25 25%
Value of money 21 21%
High and consistent
29 29%
mileage
Better after sale service 9 9%
TOTAL 100 100%

Inference:-
From the above table it is observed that, what the customer feel that make Hero
deferent from other bike, 16% like the solid engineering, 25% says innovative
features is good about Hero MotoCorp, 21% respond that Hero giving the value of

53
money, 29% brought because of consistent mileage of Hero,9% like after sale service
of Hero MotoCorp Ltd.
Chart 4.15 showing the good thing associate with your brand

good thing associate with

your brand
Solid engineering
Innovative features
Value of money
High and consistent mileage
Better after sale service

9%
16%

29%
25%

21%

Table - 4.16 showing the friend recommendation for Hero bikes

No. of
Respondents Percentage
respondents

Yes 82 82%

NO 18 18%

Total 100 100%

Inference:-
From the above table it is observed that, Out of the respondents 82% people will
recommend Hero bike to their friends it’s showing the 82% of customer are satisfied
with their Hero bike, and the remaining 18 % because of some reason not
recommending Hero bike to their friends

54
Chart 4.16 showing that recommendation to Hero bikes

No
18%

Yes
82%

55
CHAPTER – 6

FINDINGS

56
 FINDINGS

1. The Hero MotoCorp is leading the market. The difference is too big to cope up with,
for any manufacturer in short span. With proven products and many people having
faith in brand, it is quite a difficult task for others to take the Hero’s number one
position.
2. Hero MotoCorp India’s no. 1 two wheeler companies have posted growth of 11.28%
in the month of May 2017 compared to May 2016.
3. Ability to understand customer’s needs and wants, maintenance cost is low.
4. Passion Pro, Splendor Plus, are the two models that Hero MotoCorp selling a big
number
5. The TV promotions are more influence the customer behavior of two wheeler sector.
6. The purchase desiccations of consumers are influence by friends and family.
7. Blue, Red, Black color bike with 150 cc to 200cc is fast moving.
8. Most of the despondences are agree that the bikes are delivering proper time.
9. The service provide by Hero MotoCorp is satisfied by more than 70% of customers.
10. Brand name of Hero is still good in market after split with Honda, 74% of people
like the brand “HERO"
11. Quality, price, Brand image, Fuel efficiency is getting equal importance in satisfaction
12. The research showing that consumer wants to get more service satisfaction.
13. 82% of the customer likes to recommend Hero two wheeler to their friends, its shows
they are satisfied with the bike.

57
 CHAPTER -7

SUGGESTIONS / RECOMMEDATIONS

58
 SUGGESTIONS AND RECOMMENDATIONS

It is very hard to hold the pulse of a customer in the market. Customer’s satisfaction
is different for different people at different situations;
 Majority of the respondents were still unaware about different versions of Hero bikes.
Therefore I suggest the company personals should take initiative to create awareness
about these versions.
 Few of the customers expressed concern over frequency of the maintenance & service
problems faced by their vehicle and expressed ‘high satisfaction’ over it. Therefore, I
suggest them to re look at the vehicle & re-develop in order to stop the frequency of
these problems.
 Hero MotoCorp want to give more importance in there service part its include timely
service, and quality of service
 Hero want to develop more promotion for there some models like sports bike and
gear less scooter
 Hero bikes want to increase their export market
 Hero MotoCorp Ltd should try to give more advertisements in news paper, bill
boards in that area to enable easy recall of the people for Hero MotoCorp Ltd.

59
CHAPTER – 8

CONCLUSION

60
CONCLUSION

Customer satisfaction is a marketing tool and a definite value added benefit. It is often
perceived by customers as important as the primary product or service your
organization offers.
For making a better relationship with customer they always use genuine parts in their
product. And after selling they have the services and maintenances. Their constant
endeavor is to support the company's mandate of providing highest level of customer
satisfaction by taking good care of customer’s two-wheeler service and maintenance
through their vast network of more than 2100 committed dealers and service outlets
spread across the country.
Apart from that Hero MotoCorp Ltd focused on cleanliness and other aesthetics of the
service stations and add such air conditioned waiting area, internet surfing, coffee
shops etc to enhance the in house experience of the customers at those “customer
touch point”. To ensure that millions of customers in the rural area are not left waiting
for adequate service as it is impossible for the company to introduce service station at
every nook and corner of the country, mobile service stations are regularly arranged
with prior intimation to public about the rout that the mobile workshop would take
when passing through that region so that customers can come and get their two
wheelers serviced. All these activities are aimed to increase the customer loyalty and
thus retaining customers.

61
References ( Bibliography and Webliography )

Websites –

• http://autocarpro.in/contents/technologyDetails.aspx?TechnologyID= 122
• http://www.wheelsunplugged.com/news/hero-motocorp-plans-go- abroad-new-
models-year/1236
• http://en.wikipedia.org/wiki/Hero_MotoCorp#cite_note-livemint1-20
• http://www.thehindubusinessline.com/companies/hero-motocorp-q1- net-down-11-
at-rs-549-cr/article4948658.ece
• http://www.moneycontrol.com/india/stockpricequote/auto-23-wheelers/hero-honda-
motors/HHM • http://www.heromotocorp.com/en-in/

Reference books:

1. General Accounting by Gupta and Agrawal

2. Fundamentals of Accounting by S Paul Reference
News Papers: 1. Economics Time
2. Times of India
3. Business Times

62
QUESTIONNAIRE

1.Do you have a bike?

( ) Yes ( ) No

2.Do you know about Hero Motocorp Ltd?

( ) Yes ( ) No

3.Which company bike do you have?

( ) Hero Motocorp Ltd ( ) Bajaj ( ) TVS ( ) Yamaha

4. Which features do youonsider while purchasing a bike?

( ) Brand ( ) Mileage ( ) Comfort ( ) Designing

5. Were you attended prompty when you came to hero showroom?

( ) Yes ( ) No ( ) Not fully

6. Which marketing scheme of the Hero attracts you the most?

( ) Special offers ( ) Cash discounts ( ) Festival gifts ( ) Others

7.Which feature of the Hero bike attracts you the most?

( ) Designing ( ) Fuel efficiency ( ) Price ( ) Low maintenance

8.How do you rate the Pre sale service provided by Hero?

( ) Excellent ( ) Good ( ) Average ( ) Bad ( ) Poor

9.How would you rate the after sale services of Hero Motocorp Ltd?
( ) Excellent ( ) Good ( ) Average ( ) Poor

10.How is the availability of spare parts of the Hero Motocorp Ltd?

( ) Easily available ( ) Hardly available ( ) Not available

63